has anyone used multiple email-engines on one server?
Hello listers, I would really like to know if anyone here has used multiple email-engines to poll mailboxes. Any experiences? I would like to get some feedback around how much is the effort installing another email-engine on a machine with already one (or more) email-engines running? Any issues or does anyone know of any known defects? How is the maintenance effort? Any feedback would be appreciated. Thank you, Neel Gautam Accenture - Chicago Delivery Centre Office: 312-693-7279 Mobile: 630-440-6335 MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: has anyone used multiple email-engines on one server?
Hi LJ, I am not sure if I've understood your reply correctly. Let me provide some more background. We have about 150 mailboxes and it will be doubled/tripled in next few months. Till we re-design the system to restrict number of mailboxes, a short-term solution is to have multiple email-engines polling separate incoming mailboxes as right now we see emails sent to POP3 server don't make it to remedy for up to 24+ hours due to extremely high volume. So, for short-term we want multiple email engines polling different set of incoming mailboxes and anticipate that it would buy us some time till we come up with long-term solution (although, doing this will be a manual maintenance effort to say which email-engine will be polling which mailboxes and so forth and so on but that's the risk we are willing to take to buy us some time). With that said, back to your response - I didn't understand what you meant by it's a PITA to get working because the Email Engine doesn't offer multiple Service names like the Server does...so you must either run some commands that I received off of the list, or manually edit the registry (like I ended up doing)...I've done this in the 6.3 world. Only gotcha that comes to mind is I seem to remember a 'feature' in the 7.x email engine that causes all users to be cached on startup. This could get very expensive, memory wise, if you have lots of users. Oh...and the only reason to do this would be to have them connect to different Remedy serversa single mail instance can poll multiple incoming mail boxes. Thanks in advance. Neel Gautam Accenture - Chicago Delivery Centre MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of L. J. Head Sent: Tuesday, May 22, 2007 7:38 AM To: arslist@ARSLIST.ORG Subject: Re: has anyone used multiple email-engines on one server? I have multiple email engines on a single box strictly for outgoing purposes...it's a PITA to get working because the Email Engine doesn't offer multiple Service names like the Server does...so you must either run some commands that I received off of the list, or manually edit the registry (like I ended up doing)...I've done this in the 6.3 world. Only gotcha that comes to mind is I seem to remember a 'feature' in the 7.x email engine that causes all users to be cached on startup. This could get very expensive, memory wise, if you have lots of users. Oh...and the only reason to do this would be to have them connect to different Remedy serversa single mail instance can poll multiple incoming mail boxes. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of SUBSCRIBE arslist Neel Sent: Tuesday, May 22, 2007 5:58 AM To: arslist@ARSLIST.ORG Subject: has anyone used multiple email-engines on one server? Importance: High ** Hello listers, I would really like to know if anyone here has used multiple email-engines to poll mailboxes. Any experiences? I would like to get some feedback around how much is the effort installing another email-engine on a machine with already one (or more) email-engines running? Any issues or does anyone know of any known defects? How is the maintenance effort? Any feedback would be appreciated. Thank you, __20060125___This posting was submitted with HTML in it___ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: has anyone used multiple email-engines on one server?
Hi Michael, I have just replied to LJ's email stating what we are trying to achieve. We are using Win2003 server with Tomcat engine and we are using SQL2005 as our back-end. Our AR System Server and Email Engine runs on v7.0.01 patch 001 while ITSM App version is 7.0 patch 001 Thank you, Neel Gautam Accenture - Chicago Delivery Centre MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Michiel Beijen Sent: Tuesday, May 22, 2007 8:51 AM To: arslist@ARSLIST.ORG Subject: Re: has anyone used multiple email-engines on one server? ** What are you trying to achieve by having multiple email engines on one server? What platform will you be using? Every email engine you start will have its own java overhead. -- Met vriendelijke groet / Kind regards Michiel Beijen __ MANSOLUTIONS Energieweg 60-62 3771 NA Barneveld The Netherlands Tel. +31-(0)612968592 Mail [EMAIL PROTECTED] Internet http://bsm.mansolutions.nl On 5/22/07, SUBSCRIBE arslist Neel [EMAIL PROTECTED] wrote: ** Hello listers, I would really like to know if anyone here has used multiple email-engines to poll mailboxes. Any experiences? I would like to get some feedback around how much is the effort installing another email-engine on a machine with already one (or more) email-engines running? Any issues or does anyone know of any known defects? How is the maintenance effort? Any feedback would be appreciated. Thank you, Neel Gautam Accenture - Chicago Delivery Centre MSN: [EMAIL PROTECTED] AIM: neelgautam This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: has anyone used multiple email-engines on one server?
Hi David, Yes, I definitely remember your previous email weeks back. That is precisely what we will do but we have email multi-tenancy bound to mailboxes and we have made so many customizations with our email-module. We also plan to use only one outbound mailbox and set templates, 'reply-to' and 'from' email addresses programmatically. However all that will take some time and we have urgent situation to deal with emails that is why we need to do something for short-term which would buy us some time to implement cleaner long-term solution. Thank you, Neel Gautam Accenture - Chicago Delivery Centre Office: 312-693-7279 Mobile: 630-440-6335 MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Sanders Sent: Tuesday, May 22, 2007 9:30 AM To: arslist@ARSLIST.ORG Subject: Re: has anyone used multiple email-engines on one server? Hi Neel As I previously answered you on this subject a few weeks ago, the best way for you to proceed is to set up your multiple email addresses as aliases to the same mailbox, or to forward the contents of these separate mailboxes to a single mailbox that Remedy polls. Either way, you will retain the original To address for your workflow to process without changes. Look at the To address of this message - was it sent to you? No, it was sent to arslist@arslist.org and forwarded to you. If you really have a high volumes of messages being processed, you might also look at getting the email daemon to run on a separate thread so that it does not degrade performance for your ordinary users. Set up a private server thread and change the line in the EmailDaemon.Properties file to use that thread: com.remedy.arsys.emaildaemon.server.RPC=thread number. I haven't tried this but it should work, and will separate the mail processing from your general user load. Regards David Sanders Remedy Solution Architect Enterprise Service Suite @ Work == ARS List Award Winner 2005 Best 3rd party Remedy Application See the ESS Concepts Guide http://www.westoverconsulting.co.uk/downloads/ESS_Concepts_Guide.pdf tel +44 1494 468980 mobile +44 7710 377761 email [EMAIL PROTECTED] web http://www.westoverconsulting.co.uk http://www.westoverconsulting.co.uk/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of SUBSCRIBE arslist Neel Sent: Tuesday, May 22, 2007 5:58 AM To: arslist@ARSLIST.ORG Subject: has anyone used multiple email-engines on one server? Importance: High ** Hello listers, I would really like to know if anyone here has used multiple email-engines to poll mailboxes. Any experiences? I would like to get some feedback around how much is the effort installing another email-engine on a machine with already one (or more) email-engines running? Any issues or does anyone know of any known defects? How is the maintenance effort? Any feedback would be appreciated. Thank you, __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Create Incident record via Email
Hi Thiru, We have a staging form (a display-only form) with table field that basically gets records from 'AR System Email Messages' form - few columns hidden (MessageID and IncidnetID being one of those columns). When we double-click a record from this staging form, it opens incident window and on open it pushes MessageID to the incident form and then on submit of incident, we push Incident Number back onto a new field on 'AR System Email Messages' form based on MessageID. I hope this helps. Regards, Neel Gautam Accenture - Chicago Delivery Centre MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thirumavalavan Muthusamy NCS Sent: Tuesday, May 22, 2007 7:56 PM To: arslist@ARSLIST.ORG Subject: Re: Create Incident record via Email Hi Gautam, Thank you for your email. Can you tell me how do you pass the Message ID from email to HelpDesk form? Regards Thiru From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of SUBSCRIBE arslist Neel Sent: Friday, May 18, 2007 10:26 AM To: arslist@ARSLIST.ORG Subject: Re: Create Incident record via Email ** Hi Thiru, We have done the EXACT same thing except we don't send formatted emails, as customers denied to send formatted emails. We use free form emails. However, what we have done the following to achieve exactly what you desire: 1. We have added a field on 'AR System Email Messages' called Incident Number. 2. Pass MessageID from email to help-desk form and on submit, we save Incident Number of created incident on to 'AR System Email Messages' form using matching MessageID. 3. We have added a table on 'work-info' tab on help-desk to point to all emails related to that particular incident. That way, we don't replicate emails/attachments and we can have a relationship between incident and emails I hope this helps. Thank you, Neel Gautam __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Email-Engine Questions
Hello my fellow- ar-listers, I have following questions related to AR Email Engine v7.0.01 1) Is there a maximum number of mailboxes an email-engine can pull? Recommended? Matrix? 2) How can be bench-mark email engine? Concrete numbers? 3) Any known/possible limitations and/or issues of having different email engines running on same machine? 4) What does it take to install and configure another/multiple email-engine(s) on the same box? 5) Potential gain for having multiple email-engines? Numbers? 6) Any licensing issues for having more than one email engines running on same machine? Thanks in advance, Neel Gautam Accenture - Chicago Delivery Centre Office: 312-693-7279 Mobile: 630-440-6335 MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: New Atlanta 5.0 - Database based session management
Hi Boris, I know we use New Atlanta in midtier but the packet-size is too large and remedy is very susceptible to packet-drops and now we have decided to get rid of new Atlanta and use tomcat engine for that. Have you considered using tomcat? Neel Gautam Accenture - Chicago Delivery Centre MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Boris Ibragimov Sent: Wednesday, May 16, 2007 12:17 PM To: arslist@ARSLIST.ORG Subject: New Atlanta 5.0 - Database based session management Hi All, Currently we have a portal application integrated with the custom Remedy application accessed through MidTier. This setup is deployed on two web servers with hardware load balancing and enabled session persistence (as required for MidTier deployment in the load balanced environment). MidTier is running under the portal URL /arsys directory. Enabling session persistence on MidTier forces us to enable persistence on the portal URL which we are trying to avoid. We are looking into the database based session management on the New Atlanta side. This way we will not need session persistence enabled and MidTier user session information stored in NewAtlanta will be managed in the DB and available for all NewAtlanta instances in the web farm. Did any one implement the NewAtlanta database based session management to use with MidTier client? Is this even possible to go this rout? I was trying to find related information on BMC site on how to configure this feature, but no luck. Is there a reason why BMC requires session persistence enabled as the only option? Any suggestions, ideas or guidelines are greatly appreciated. Environment information: ARSystem 7 (1) - Win2003 Server MidTier 7 (2) - Win2003 Server MS SQL2005 SP2 (1) - Win2003 Server Thanks, Boris. __20060125___This posting was submitted with HTML in it___ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Regular Expressions in AR 7.0.01
Hello fellow listers, In application we use, we have an extensive use of email in our application and I want to make sure that users are entering valid email addresses as we have about 5-10 email errors/day with users entering invalid email address (with special characters or white-space in email-address). Is it possible to use regular expressions with ARs? If anyone could provide some examples, that would be awesome. Thank you, Neel Gautam. This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Create Incident record via Email
Hi Thiru, We have done the EXACT same thing except we don't send formatted emails, as customers denied to send formatted emails. We use free form emails. However, what we have done the following to achieve exactly what you desire: 1) We have added a field on 'AR System Email Messages' called Incident Number. 2) Pass MessageID from email to help-desk form and on submit, we save Incident Number of created incident on to 'AR System Email Messages' form using matching MessageID. 3) We have added a table on 'work-info' tab on help-desk to point to all emails related to that particular incident. That way, we don't replicate emails/attachments and we can have a relationship between incident and emails I hope this helps. Thank you, Neel Gautam Accenture - Chicago Delivery Centre MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thirumavalavan Muthusamy NCS Sent: Thursday, May 17, 2007 7:45 PM To: arslist@ARSLIST.ORG Subject: Re: Create Incident record via Email Hi Hussain, 1) We don't want to replicate the file attachments. Hence, the attachments are to be left in the email and to make a relationship between email and the incident record. 2) 'Service Desk' requirement to view the original email. Regards Thiru From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sheriff,Hussain Sent: Friday, May 18, 2007 4:24 AM To: arslist@ARSLIST.ORG Subject: Create Incident record via Email ** Thiru, Since you are creating incident records in HPD:Help Desk based on email messages, would you please explain what email messages you are trying to view? Do you mean that you would like to display the same email message that was used to create the incident? Hussain On Wed, 16 May 2007 21:31:21 -0700, Rick Cook [EMAIL PROTECTED] wrote: I'm in the process of doing that now. I bypassed the Email template altogether (users find it too confusing, and it's prone to being misused), so I've created a small holding form with the necessary fields from the Email Messages form and the People form, so that I can use the Email address to get the other Person information and store the data necessary to push into the Incident. Once I get the Email engine actually processing messages, I'll know how well it works. Rick _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Thirumavalavan Muthusamy NCS Sent: Wednesday, May 16, 2007 9:20 PM To: arslist@ARSLIST.ORG Subject: Create Incident record via Email Hi, I am using Email Template to create Incident record. There is no issue on this. However, I would like to make the relationship between the Email (Schema - AR System Email Messages) and Incident record (Schema: HPD: Help Desk). This will help the support engineer to view the incoming email message from the incident record. Has any one done? Any idea? __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
What does this error mean?
Hello my fellow listers, We keep seeing the following error in our production environment in email log (stderr). May 16, 2007 1:50:51 PM com.remedy.arsys.emaildaemon.LoggingModule doWork SEVERE: Cannot open catalog; Message number = 91 RPC: Unable to send; System error Can anybody tell me what it means and how to solve it? Thanks in advance. Neel Gautam Accenture - Chicago Delivery Centre Office: 312-693-7279 Mobile: 630-440-6335 MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Status Reason on SYS:Status Reason Menu Item
Hello fellow listers, I'm trying to add some more status reason for change management (using ITSM v7.0) module like following Request for Authorization - Please add status reasons 1, 2, 3, 4, 5, 6, 7 Request for Change - Please add status reasons 1, 2, 3, 4, 5 Idea is to use status reason in the process flow. This way I think I can set off multiple approval processes per status value. Now, Selection Code* on SYS: Status Reason Menu Item is a numeric spinner and we manually need to supply a numeric value to it. Anybody has got any idea what those numbers mean? They looked pretty random to me. Any ideas? Thank you, Neel Gautam Accenture - Chicago Delivery Centre Office: 312-693-7279 Mobile: 630-440-6335 MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Need help with filter qual
Rick Fred, Thank you for your input. Turned out that we have record-locking in place. So when a user clicks a record, it's locked by him/her so that another user can not modify it at the same time. And the active link that executes on double-click pushes user-name to the record-lock tempfield which cause the filter to fire as it's an update. I'll have to re-think about how to handle this (update the incident only when there's an actual update and not update due to record-locking). Thank you everybody for helping me out, this list rocks!! :) Neel Gautam. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Ponzo Sent: Monday, May 07, 2007 7:46 PM To: arslist@ARSLIST.ORG Subject: Re: Need help with filter qual It sound like you may have some workflow that is doing a Commit Changes even if nothing is changed. One way to check that is to open an incident and close it without making any changes and see if the modified date reflects a change. You can also use the modified date field to determine if an incident was just updated by the logged-in use. Rick Ponzo Integrits Corporation SUBSCRIBE arslist Neel wrote: Fred, That's a great point!! But then it'll leave another question. What is user modifies the incident WITHOUT changing the status? Is there anyways we can say that a particular incident want modified by logged-in user? It could be any change and not just status. ~ Neel. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Monday, May 07, 2007 4:34 PM To: arslist@ARSLIST.ORG Subject: Re: Need help with filter qual If you don't change status on a form then 'TR.Status' is NULL so it will not match the database. Change that part to ( 'Status' != 'DB.Status') Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of SUBSCRIBE arslist Neel Sent: Monday, May 07, 2007 4:26 PM To: arslist@ARSLIST.ORG Subject: Need help with filter qual Importance: High Hello fellow-listers, We have a staging email-form that grabs incoming emails from 'AR System Email Messages' form. When email have Incident number in email subject-line, we parse the incident # and open incident in Modify mode. Now, we have a filter that executes on HPD:Help Desk on Modify and on Submit both. The Run If condition is: ( 'Status' != New) AND ( 'TR.Status' != 'DB.Status') If Action: Push Values to: AR System Email Messages Push Filed If: 'Incident Number' = $Incident Number$ If No Request Match: Take No Action If Any Request Match: Modify All Matching Requests Custom Fields: Status = Assigned. The filter executes every-time I double-click the email record from staging form (double-clicking a record in email staging form opens incident window in modify mode) and now here comes a problem: When the incident window opens up in modify mode, if I close the incident window without doing ANYTHING (without modifying and saving anything), it STILL processes the email status to Assigned. I want to be able to tag the email with Assigned status ONLY when I click Save button on incident form. Any suggestions? Thanks in advance, Neel Gautam. This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Email Attachment into a ticket attachment pool
Amanda, We had the exact same requirement for our clients but after some research, it didn't make sense to include those attachments on incident-ticket as they are already on email. What I mean by this is that we have a table field on HPD:Help Desk form and that table gets filled by all the emails from 'AR System Email Messages' that are related to that particular incident. This allows us to have all inbound and outbound emails at one place in incident-ticket and we don't have to store duplicate attachments. Email Attachments are killing the db-space as it is so I can't even imagine storing those attachments again on incident attachment table. Let me know if you have any questions. Regards, Neel Gautam Accenture - Chicago Delivery Centre Office: 312-693-7279 Mobile: 630-440-6335 MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shafqat Ayaz Sent: Wednesday, May 09, 2007 2:33 PM To: arslist@ARSLIST.ORG Subject: Re: Email Attachment into a ticket attachment pool ** Hi Amanda are you using the Remedy email forms? If so, look in the AR System Email Attachments. For each email that hits the system, there is an entry created in the AR System Email Messages form, the attachment is in the form I mentioned above. All you need to do is run some workflow that will Push the attachment to the attachment pool on your ticket. If you are not using the Email forms, then let me know, what you are doing and I can suggest some alternative method. If you are unsure on how to use the above forms, drop me a line and I will explain it in detail thanks shafqat Pierce, Amanda (TBS) [EMAIL PROTECTED] wrote: ** All, I have seen similar threads, but I haven't found an answer yet. I have some emails that are forwarded to our system where based on the subject line a ticket is created. If an attachment is included I would like to have this attachment added to the Ticket's attachment pool. Any ideas? There has to be a way to do it seeing as though you can send a template email in to submit a ticket with an attachment and it happens? I just need to know how to do it when it's not in a template format. Thanks! Amanda Pierce PDS Client Systems Development Technology Services Turner Broadcasting System, Inc 404-827-2959 Please use http://sos http://sos/ to submit a technology request. This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Need help with filter qual
Hello fellow-listers, We have a staging email-form that grabs incoming emails from 'AR System Email Messages' form. When email have Incident number in email subject-line, we parse the incident # and open incident in Modify mode. Now, we have a filter that executes on HPD:Help Desk on Modify and on Submit both. The Run If condition is: ( 'Status' != New) AND ( 'TR.Status' != 'DB.Status') If Action: Push Values to: AR System Email Messages Push Filed If: 'Incident Number' = $Incident Number$ If No Request Match: Take No Action If Any Request Match: Modify All Matching Requests Custom Fields: Status = Assigned. The filter executes every-time I double-click the email record from staging form (double-clicking a record in email staging form opens incident window in modify mode) and now here comes a problem: When the incident window opens up in modify mode, if I close the incident window without doing ANYTHING (without modifying and saving anything), it STILL processes the email status to Assigned. I want to be able to tag the email with Assigned status ONLY when I click Save button on incident form. Any suggestions? Thanks in advance, Neel Gautam. This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Need help with filter qual
Fred, That's a great point!! But then it'll leave another question. What is user modifies the incident WITHOUT changing the status? Is there anyways we can say that a particular incident want modified by logged-in user? It could be any change and not just status. ~ Neel. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Monday, May 07, 2007 4:34 PM To: arslist@ARSLIST.ORG Subject: Re: Need help with filter qual If you don't change status on a form then 'TR.Status' is NULL so it will not match the database. Change that part to ( 'Status' != 'DB.Status') Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of SUBSCRIBE arslist Neel Sent: Monday, May 07, 2007 4:26 PM To: arslist@ARSLIST.ORG Subject: Need help with filter qual Importance: High Hello fellow-listers, We have a staging email-form that grabs incoming emails from 'AR System Email Messages' form. When email have Incident number in email subject-line, we parse the incident # and open incident in Modify mode. Now, we have a filter that executes on HPD:Help Desk on Modify and on Submit both. The Run If condition is: ( 'Status' != New) AND ( 'TR.Status' != 'DB.Status') If Action: Push Values to: AR System Email Messages Push Filed If: 'Incident Number' = $Incident Number$ If No Request Match: Take No Action If Any Request Match: Modify All Matching Requests Custom Fields: Status = Assigned. The filter executes every-time I double-click the email record from staging form (double-clicking a record in email staging form opens incident window in modify mode) and now here comes a problem: When the incident window opens up in modify mode, if I close the incident window without doing ANYTHING (without modifying and saving anything), it STILL processes the email status to Assigned. I want to be able to tag the email with Assigned status ONLY when I click Save button on incident form. Any suggestions? Thanks in advance, Neel Gautam. This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Receiving duplicate email notifications from Remedy
Leonard, I'm still new to remedy but still I could not agree with your statement - You may also want to verify that the outgoing message in the queue (Message Form) actually gets the Send Message value set to No after the message has been sent. Did you mean status of Send Message is set to Sent (instead of No)? We are using V 7.0.01 and Send Messasge is set to No only for incoming messages. Regards, Neel Gautam Accenture - Chicago Delivery Centre Office: 312-693-7279 Mobile: 630-440-6335 MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely - FOJ Sent: Thursday, May 03, 2007 5:20 PM To: arslist@ARSLIST.ORG Subject: Re: Receiving duplicate email notifications from Remedy Check for errors in the stderr.log file usually located on the server at: (C:\Program Files\AR System\AREmail\Logs), or wherever your email engine was installed. This may give you some clue as to the activity going out (from the Remedy side). However, it sounds like messages are successfully going out of Remedy, so there may not be any useful information in the log. You may also want to verify that the outgoing message in the queue (Message Form) actually gets the Send Message value set to No after the message has been sent. If not, or if there is some custom workflow that may be modifying this value, the message could get sent again on the next polling interval. Additionally, on the duplicate messages that you are receiving, do they have the same timestamp? Or, is there some lapse in time between the messages. This may give some insight is to the problem source as well. HTH Leonard Neely Sr. Remedy Engineer Column Technologies, Inc From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of All Contact Sent: Thursday, May 03, 2007 2:38 PM To: arslist@ARSLIST.ORG Subject: Re: Receiving duplicate email notifications from Remedy ** Hello Leonard, We are on Windows Server 2003 and running SQL Server 2000 but we are not running in a multiple server group. The remedy server and database are on two different servers. When we look in the email messages form, there is only one message in the queue but when it goes through our exchange server and gets to our inbox it becomes two sometimes three. Is there some way for us to see what the email engine is actually sending out; is there a log file that we can look at or a debug process? Thanks __20060125___This posting was submitted with HTML in it___ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
URGENT: How to reduce Inbound/Outbound mailboxes attachment space.
Hello fellow listers, We are using POP3 inbound mailboxes. As per my previous email, we are using one email inbox per support-group and we have about 150 inboxes and we anticipate to double/triple the growth in next 3-4 months. Have anybody worked here with that many email boxes? Is it possible to use e-mail aliases? I could potentially have one email-box per company (example [EMAIL PROTECTED]) and then have one alias for each support-group so if I send to [EMAIL PROTECTED] it still goes to [EMAIL PROTECTED] but then, within remedy would I be able to find out that email was sent to [EMAIL PROTECTED] ? is it stored somewhere on 'AR System Email Messages' form? Any ideas? Any suggestions? Thanks and regards, Neel Gautam From: Gautam, Neel Sent: Tuesday, May 01, 2007 11:04 AM To: 'arslist@ARSLIST.ORG' Subject: How to reduce Inbound/Outbound mailboxes attachment space. Importance: High Hello fellow-listers, The application we are developing support multiple BPOs, each BPO has multiple companies and each company has multiple support-groups. Now, we have an staging form with table fields to show emails from 'AR System Email Messages' form and we have multi-tenancy defined on this staging form (on the table field) so users can see only emails sent to any of the support-groups they have access to. Because of this design, we have mailbox set-up for each support-group and now we have about 150 incoming and 150 outgoing mailboxes and it's increasing exponentially as new bpo/company comes on-board. I think this seems like a common problem many people might have faced already. If so, is there any strategy or an approach to reduce number of mailboxes (at the same time I need multi-tenancy on email records as well)? Also, along the same lines, any efficient ways to store attachments for emails? Attachments are quickly filling out the db server space. Any ideas/suggestions are welcome. Thank you, Neel Gautam This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: How to reduce Inbound/Outbound mailboxes attachment space.
Hi David, Thank you for a quick reply. This is something I was looking to do. But to clear up my confusion, if I do set-up email aliases let's say [EMAIL PROTECTED], [EMAIL PROTECTED] and [EMAIL PROTECTED] pointing to a same mailbox [EMAIL PROTECTED] , if I look at that email record within AR System Email Messages form, what would be to email address? Would it still point to the emails of those aliases (sounds like they will be if I understood your email correctly) or would it point to [EMAIL PROTECTED] email and the aliases will be accessible from some other fields? Also, I was under the impression that attachments in remedy db are not compressed. Do they get compressed before they get saved into the database? Thank you for your help :-) Neel Gautam From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Sanders Sent: Wednesday, May 02, 2007 11:18 AM To: arslist@ARSLIST.ORG Subject: Re: How to reduce Inbound/Outbound mailboxes attachment space. Hi Neel You can set up multiple email aliases pointing to a single mailbox, so all your inbound messages are delivered to the same place. You then have the address it was sent to in the To: address, so you can use workflow to set row level access etc. based on that value. For outgoing mails, again you can use a single outgoing account, but set the From: and Reply-to: addresses through workflow. The only way to manage the size taken up by your attachments (they are already compressed) is to delete old records. HTH David Sanders From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of SUBSCRIBE arslist Neel Sent: Tuesday, May 01, 2007 5:04 PM To: arslist@ARSLIST.ORG Subject: How to reduce Inbound/Outbound mailboxes attachment space. Importance: High Hello fellow-listers, The application we are developing support multiple BPOs, each BPO has multiple companies and each company has multiple support-groups. Now, we have an staging form with table fields to show emails from 'AR System Email Messages' form and we have multi-tenancy defined on this staging form (on the table field) so users can see only emails sent to any of the support-groups they have access to. Because of this design, we have mailbox set-up for each support-group and now we have about 150 incoming and 150 outgoing mailboxes and it's increasing exponentially as new bpo/company comes on-board. I think this seems like a common problem many people might have faced already. If so, is there any strategy or an approach to reduce number of mailboxes (at the same time I need multi-tenancy on email records as well)? Also, along the same lines, any efficient ways to store attachments for emails? Attachments are quickly filling out the db server space. Any ideas/suggestions are welcome. Thank you, Neel Gautam __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Need Help Getting a WSDL Consumed with .NET C#
Hi Sam, Did you have to alter or play around with WSDL generated from remedy? I'm facing a problem in which xml created from remedy is not compatible with .Net (especially GetListAll operation). I am sure many people might have faced this similar situation. Any workaround? Thank you, Neel Gautam Accenture - Chicago Delivery Centre Office: 312-693-7279 Mobile: 630-440-6335 MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sam Rx Sent: Monday, April 30, 2007 10:56 PM To: arslist@ARSLIST.ORG Subject: Re: Need Help Getting a WSDL Consumed with .NET C# ** I have written some VB.net code to consume GetList operation.. Let me know if that can be of any use. -Sam On 5/1/07, Candace DeCou [EMAIL PROTECTED] wrote: Thanks Archana - I'll look into that and appreciate your sharing it. :) Candace -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Vyom Labs - ITSM Support Sent: Tuesday, May 01, 2007 4:55 PM To: arslist@ARSLIST.ORG Subject: Re: Need Help Getting a WSDL Consumed with .NET C# Program code for webservices consumed using C#.NET for Remedy web services is available at: http://www.codeproject.com/cs/webservices/webservicecallback.asp Regards, Archana Singh -- www.vyomlabs.com Consulting | Oursourcing | Training || ITIL | IT Governance |BMC Remedy Candace DeCou wrote: ** ARS 6.3 Patch 20 Mid-Tier 6.3 Patch 20 MS SQL 2000 I have built a web service for opGetList operations. The WSDL is working correctly and we can see the resulting values in mid-tier logs. However, in trying to consume my web service using .NET C# Visual Studio, we are getting NULL results and the following error in the .NET side of things: Unhandled Exception: System.NullReferenceException: Object reference not set to an instance of an object. at RemedyTest.Program.Main (String[] args) in C:\c.projects\rem\RemedyTest\Rem edyTest\Program.cs:line 29 Press any key to continue Does anyone out there have a sample of .NET C# code that does work with a Remedy web service, or any other hints on what we might look for. Thanks in advance for any help. /*/Candace DeCou/*/** Applications Support Analyst Silicon Valley Bank Office: 408-654-6358 Email: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are __20060125___This posting was submitted with HTML in it___ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
How to reduce Inbound/Outbound mailboxes attachment space.
Hello fellow-listers, The application we are developing support multiple BPOs, each BPO has multiple companies and each company has multiple support-groups. Now, we have an staging form with table fields to show emails from 'AR System Email Messages' form and we have multi-tenancy defined on this staging form (on the table field) so users can see only emails sent to any of the support-groups they have access to. Because of this design, we have mailbox set-up for each support-group and now we have about 150 incoming and 150 outgoing mailboxes and it's increasing exponentially as new bpo/company comes on-board. I think this seems like a common problem many people might have faced already. If so, is there any strategy or an approach to reduce number of mailboxes (at the same time I need multi-tenancy on email records as well)? Also, along the same lines, any efficient ways to store attachments for emails? Attachments are quickly filling out the db server space. Any ideas/suggestions are welcome. Thank you, Neel Gautam This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: imcoming HTML email
Hi Teresa, We use a third-party HTML-detagger here and it works like a charm! On 'AR System Email Messages' form, we set the value of plain text field with a Set fields action on submit of a filter which runs a process (basically a call to the detagger programmer with HTML as input) which spits out the plain text and then we use that plain text in our help-desk tickets. Best regards, Neel Gautam From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Tuesday, May 01, 2007 11:30 AM To: arslist@ARSLIST.ORG Subject: Re: imcoming HTML email Ali, What is the API Run process command that you have setup that can run via a filter and reformat the email to Plain Text? Remedy BMC never clued me in on something like this. Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Fannin, Teresa Sent: 04-29-2007 03:26 PM To: arslist@ARSLIST.ORG Subject: imcoming HTML email Dear Group, Anybody know of a way to convert HTML email to text so that the text could be stored in an Incident? We are using remedy 7.0.1 patch 2 and we have a process where incoming email can become part of an Incident. I am not using any templates or any kind or instructions. The email comes in to the AR System Messages form and based on that happening we take the email information and store that in an Incident if we want to. Anyway the problem I am running into is if the email is in HTML format and if I save the HTML contents in the Notes field I get all the HTML coding with it. So I made an HTML button so if they want to see what the HTML looks like I copy the Notes field into a View field and they can see the pretty version of the what the email looks like. The problem is if the Notes fields is ever used in a report then you are back to the all the embedded code showing up. Teresa __20060125___This posting was submitted with HTML in it___ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Field size limit of Group List field in the User form...
We are using v 7.0.01 and after talking to remedy people they suggested to manually increase the length of the field to 4000 and we did that and the system is live in production without any problems for over a month now. Regards, Neel Gautam. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Monday, April 30, 2007 7:38 AM To: arslist@ARSLIST.ORG Subject: Re: Field size limit of Group List field in the User form... Joe, According to Form-App-Objects-700.pdf Reserved fields in access control page 379 the field is defined as this: Data Type: Character Maximum Length: 4000 So maybe the upgrade process failed to extend the size of this field for you? I know it used to be 255 in v4(?) and they added the ability for it to be manually extended to be 4000 in v5(? or was it v6?). HTH. Or did you manually import the User form from another server manually to recover some customizations that you might have made to that form? -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 4/27/07, Joe D'Souza [EMAIL PROTECTED] wrote: Its 104 and not 112.. 112 is the Assignee group field and can be changed if you want to.. 104 on the other hand is a user form field that has a related field in the user_cache table.. Joe snip -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Friday, April 27, 2007 7:54 AM To: arslist@ARSLIST.ORG Subject: Field size limit of Group List field in the User form... Has anyone had issues with it? For a test user I wanted to give all the possible permissions there are to give in on ITSM V7 apps and somewhere halfway down the process I got the error: ARERR [306] Value does not fall within the limits specified for the field : (Maximum length - 255) : User : Group List If you were faced with this, did you face any problems increasing the size of this field? Ordinarily I would do it and propagate the size change to other related fields on other forms, but since its a field in the restricted range and that too on the user form I'm a little apprehensive before doing it.. Cheers Joe ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Automated search from outside remedy
Hello everybody, We have a team on-support that checks for certain things every hour (for example how many inbound emails in past 30 mins, how many outbound emails went successfully in past 24 hours, how many emails errored out in past 24 hours, emails waiting in the queue with status YES in past 24 hours, how many users are logged in at the moment etc...) Is there any way to automate this search from outside the remedy? A web-service, or a utility app that would execute the searches defined ever hour or defined time-interval and log it in xml or crate a csv or excel file? Any ideas? Thank you, Neel Gautam Accenture - Chicago Delivery Centre Office: 312-693-7279 Mobile: 630-440-6335 MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity __20060125___This posting was submitted with HTML in it___ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Automated search from outside remedy
Kaiser,
I am new to SQL Server 2005. The dates saved in the tables are in the
UNIX format I believe and it only gives the number of seconds elapsed
since 1 Jan 1970 midnight (pls correct me if I'm wrong). So let's say I
want to execute the following
('Create Date:' = ($TIMESTAMP$ - 2*60*60)) AND (('Create Date:' - 3600)
'Date Received'
How do I go about doing it? Any conversion functions to check the dates
in the table versus what SQL SERVER 2005 understands?
Thank you,
Neel Gautam
Accenture - Chicago Delivery Centre
Office: 312-693-7279 Mobile: 630-440-6335
MSN: [EMAIL PROTECTED] AIM: neelgautam
Core Values:
Stewardship
*
Best People
*
Client Value Creation
*
One Global Network
*
Respect for the Individual
*
Integrity
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Thursday, April 26, 2007 9:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: Automated search from outside remedy
Why not just query the backend database directly?
Norm
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of SUBSCRIBE arslist Neel
Sent: Thursday, April 26, 2007 8:54 AM
To: arslist@ARSLIST.ORG
Subject: Automated search from outside remedy
Importance: High
Hello everybody,
We have a team on-support that checks for certain things every hour (for
example how many inbound emails in past 30 mins, how many outbound
emails went successfully in past 24 hours, how many emails errored out
in past 24 hours, emails waiting in the queue with status YES in past
24 hours, how many users are logged in at the moment etc...)
Is there any way to automate this search from outside the remedy? A
web-service, or a utility app that would execute the searches defined
ever hour or defined time-interval and log it in xml or crate a csv or
excel file? Any ideas?
Thank you,
Neel Gautam
Accenture - Chicago Delivery Centre
Office: 312-693-7279 Mobile: 630-440-6335
MSN: [EMAIL PROTECTED] AIM: neelgautam
Core Values:
Stewardship
*
Best People
*
Client Value Creation
*
One Global Network
*
Respect for the Individual
*
Integrity
This message is for the designated recipient only and may contain
privileged, proprietary, or otherwise private information. If you have
received it in error, please notify the sender immediately and delete
the original. Any other use of the email by you is prohibited.
__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with
HTML in it___ __20060125___This posting was
submitted with HTML in it___
This message is for the designated recipient only and may contain privileged,
proprietary, or otherwise private information. If you have received it in
error, please notify the sender immediately and delete the original. Any other
use of the email by you is prohibited.
___
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Answers Are
Re: Email engine outgoing problem
Hello Mike, Make sure that IIS Admin servive and SMTP service is up and running on the server. I would also recommend to keep polling interval at 10 minutes at least as we ran into some issues with less than 5 minute polling interval time. Also, even if message status says YES, you can still have errors. Click on error tab to make sure there are no errors. Best Regards, Neel Gautam. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Michael Gates Sent: Thursday, April 26, 2007 6:00 PM To: arslist@ARSLIST.ORG Subject: Email engine outgoing problem Hello Listers, I'm running a 5.1 server on a solaris machine and am having some trouble with the email notifications. My messages are being created properly and queued in the AR System Email Messages form with the 'Send Message' set to Yes. My outgoing mailbox is enabled, with an email server type as SMTP polling at 1 minute, no SSL to our SMTP server (which wants no authentication). From everything I can tell, it seems to not be polling for messages to send. It seems to have happened after a system reboot (AR System reboot) a few days ago (which according to AR Monitor was graceful). No configurations to the email setup changed (that I know of) during or since that reboot. Does anyone know where I can look to see what happened, or have any idea on what might have? Thanks in advance, -Mike PS: The incoming email engine is different. A version 3 armaild that is working fine on the same system. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: archiving data
Hello Pierre, I would be interested in the demo app if you don't mind. Best regards, Neel Gautam Accenture - Chicago Delivery Centre Office: 312-693-7279 Mobile: 630-440-6335 MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierre Lafortune Sent: Wednesday, April 25, 2007 9:09 AM To: arslist@ARSLIST.ORG Subject: Re: archiving data Hello Jorge, I am currently working on an application that will allow Parent-Child archiving with synchronization of fields and views. (on top of other options like: creation of destination table with ALL or DATA ONLY fields, enable/disable index and filters, scheduling, specific restore, ...) It will support ARS version 5.1.2 and later. I could send you a demo when it is completed. Target completion date is May 31st. Please let me know if you are interested. Best regards, Pierre Lafortune Urantia BTT Inc. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jorge Polo Sent: Tuesday, April 24, 2007 2:48 PM To: arslist@ARSLIST.ORG Subject: archiving data Hello everyone: What are the advantages and disadvantages of archiving Helpdesk 5.6 application data using the different possible options? If I use DSO (Distributed Server Option) to push tickets to another form on a different server or the same server. If I export the data to external files (.arx and .def files) and store these in a folder on the server. If I make a copy of the form (using File - Save Form As). Create an escalation that checks for records meeting a specific criteria . The escalation would push the data from the original form to the copy form. and delete the original entry using Application-Delete-Entry once the record has been archived to the copy form. If I use the AR Server version 6.3, new Archive feature to automate the process of archiving records. I can create an archive form that mirrors the original table.I can assign a Run If statement and specify the conditions and specific data to be archived as well as automate the deletion of the original record. or If I run an archiving escalation with a qualification such as ($ TIMESTAMP $ - 'Date/Time Closed') ((30*24)*3600) ( select all tickets which have been closed for at least one month). My other question is about referential integrity (Please excuse my lack of experience working with Remedy products if the following questions are not making any sense). Do I create escalations to archive the children records first then delete these children records and then archive and delete the parent schema records?. How do I know what are the tables (schemas) that contain the children records for the parent. Is HPD:Helpdesk schema the parent?. From my previous experience about deleting records from a database (other databases besides Remedy) I always had to delete the children records before I could delete from the parent table so that orphans records not violate the referential integrity rules. How do I find information about these relationships?. In other words what tables (schemas) in the Helpdesk application need to be archived and if there are several schemas what is the order of archiving. Environment: --- AR system 6.3 --- Microsoft Windows server 2003 --- SQL server Database --- Helpdesk version 5.6 Thank you. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Boolean Logic
Hello Michael, You got me a bit confused here as ($GROUPS$ LIKE %System POC% ) is a part of a qualification. I believe that LIKE keyword will search the whole database and I think it will find at least one record where $GROUPS$ is %System POC% AND the 'Dialog_Prev_Status' is one of those 3. May be you need to narrow-down to a record level somehow to avoid having to scan the whole table. I would put a pre-condition like have another field on the form and (let's say temp_group) set temp_group = YES if (($GROUPS$ LIKE %System POC% ) OR ($GROUPS$ LIKE %Reshipment% ) OR ($GROUPS$ LIKE %Quality Assurance% )) otherwise set it to NO And then re-write your original qual as (( 'Dialog_Prev_Status' = Closed ) OR ( 'Dialog_Prev_Status' = Helpdesk Working ) OR ( 'Dialog_Prev_Status' = Pending Vendor )) AND (temp_group = YES) I hope this helps. Best regards, Neel Gautam Accenture - Chicago Delivery Centre Office: 312-693-7279 Mobile: 630-440-6335 MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values:Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McManus Michael A SrA HQ 754 ELSG/DOO Sent: Wednesday, April 25, 2007 9:53 AM To: arslist@ARSLIST.ORG Subject: Boolean Logic Version 5.1.2 SQL 2K I'm having problems with a run if condition that isn't allowing our System POC's to send emails. Here's the condition. (( 'Dialog_Prev_Status' = Closed ) OR ( 'Dialog_Prev_Status' = Helpdesk Working ) OR ( 'Dialog_Prev_Status' = Pending Vendor )) AND (($GROUPS$ LIKE %System POC% ) OR ($GROUPS$ LIKE %Reshipment% ) OR ($GROUPS$ LIKE %Quality Assurance% )) If it evaluates to true, a message pops up that tells the user they don't have permission to update a ticket that had a previous status of: $Dialog_Prev_Status$ The problem is, this always evaluates to true if $GROUPS$ = System POC regardless of the value of Dialog_Prev_Status. I unhid Dialog_Prev_Status to make sure, and I had a ticket where Dialog_Prev_Status = Sys POC Working and it still evaluated to true and didn't allow the System POC to update the ticket. I'm sure it's something boneheaded that I'm missing but I can't wrap my head around it. Michael A. McManus, SrA, USAF Remedy Developer HQ 754 ELSG/DOOH DSN: 596-6478/Comm: 334-416-6478 This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Boolean Logic
Fred, Ohh yes, it's a keyword and not a field! D'ohh Thank you for correcting me and apologize for the mistake. Thank you, Neel Gautam Accenture - Chicago Delivery Centre Office: 312-693-7279 Mobile: 630-440-6335 MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Wednesday, April 25, 2007 12:28 PM To: arslist@ARSLIST.ORG Subject: Re: Boolean Logic Neel, $GROUPS$ = The list of groups (in name format) that the user executing the workflow is in. This will not search the whole database. It is the same as what you see in the Group List when you look at a User record for a user. Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of SUBSCRIBE arslist Neel Sent: Wednesday, April 25, 2007 12:00 PM To: arslist@ARSLIST.ORG Subject: Re: Boolean Logic ** Hello Michael, You got me a bit confused here as ($GROUPS$ LIKE %System POC% ) is a part of a qualification. I believe that LIKE keyword will search the whole database and I think it will find at least one record where $GROUPS$ is %System POC% AND the 'Dialog_Prev_Status' is one of those 3. May be you need to narrow-down to a record level somehow to avoid having to scan the whole table. I would put a pre-condition like have another field on the form and (let's say temp_group) set temp_group = YES if (($GROUPS$ LIKE %System POC% ) OR ($GROUPS$ LIKE %Reshipment% ) OR ($GROUPS$ LIKE %Quality Assurance% )) otherwise set it to NO And then re-write your original qual as (( 'Dialog_Prev_Status' = Closed ) OR ( 'Dialog_Prev_Status' = Helpdesk Working ) OR ( 'Dialog_Prev_Status' = Pending Vendor )) AND (temp_group = YES) I hope this helps. Best regards, Neel Gautam Accenture - Chicago Delivery Centre Office: 312-693-7279 Mobile: 630-440-6335 MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values:Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McManus Michael A SrA HQ 754 ELSG/DOO Sent: Wednesday, April 25, 2007 9:53 AM To: arslist@ARSLIST.ORG Subject: Boolean Logic Version 5.1.2 SQL 2K I'm having problems with a run if condition that isn't allowing our System POC's to send emails. Here's the condition. (( 'Dialog_Prev_Status' = Closed ) OR ( 'Dialog_Prev_Status' = Helpdesk Working ) OR ( 'Dialog_Prev_Status' = Pending Vendor )) AND (($GROUPS$ LIKE %System POC% ) OR ($GROUPS$ LIKE %Reshipment% ) OR ($GROUPS$ LIKE %Quality Assurance% )) If it evaluates to true, a message pops up that tells the user they don't have permission to update a ticket that had a previous status of: $Dialog_Prev_Status$ The problem is, this always evaluates to true if $GROUPS$ = System POC regardless of the value of Dialog_Prev_Status. I unhid Dialog_Prev_Status to make sure, and I had a ticket where Dialog_Prev_Status = Sys POC Working and it still evaluated to true and didn't allow the System POC to update the ticket. I'm sure it's something boneheaded that I'm missing but I can't wrap my head around it. Michael A. McManus, SrA, USAF Remedy Developer HQ 754 ELSG/DOOH DSN: 596-6478/Comm: 334-416-6478 This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Vista Support now added to AR System 7.0.01 Compatibility Matrix
Hi David, Thanks for sharing the information. I am more interested to find out if there are any updates to admin tool? Is there any vista-supported 7.0.01 admin tool available or will be released soon? Thank you, Neel Gautam Accenture - Chicago Delivery Centre Office: 312-693-7279 Mobile: 630-440-6335 MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Easter, David Sent: Tuesday, April 24, 2007 6:56 PM To: arslist@ARSLIST.ORG Subject: Vista Support now added to AR System 7.0.01 Compatibility Matrix Hi All, Vista has now officially been added to the AR System 7.0.01 compatibility matrix. FAQ: Q: What versions of Vista does AR System support? A: Since AR System is primarily a business application, AR System supports the Business, Enterprise and Ultimate editions only. We will not be supporting the Home Basic, Home Premium, or Starter editions. See: http://www.microsoft.com/windowsvista/getready/editions/default.mspx for more information on editions. Q: What about AR System 6.03? A: The AR System 7.0.01 User Tool was tested on Vista against AR System 6.03 Server and is supported. The 6.03 User Tool was not tested on Vista and is not supported. AR System 6.03 customers wishing to use Vista will need to upgrade their User Tool version to 7.0.01. Q: Do I need to run Vista in Windows XP emulation mode for the AR System 7.0.01 User Tool to work properly? A: No. It runs fine in native Vista. Q: What about Internet Explorer 7? A: Internet Explorer 7 is already supported on AR System 7.0.01 as it falls in the or above category of browser support. It has been supported since October 2006. Q: What about ITSM applications - will they be supported? A: It is expected that any support for Microsoft Vista added to the AR System will mean that ITSM applications loaded on top of AR System 7.0.01 will also support Microsoft Vista. Q: What about the Admin Tool and other Windows-based clients? A: Only the User Tool is currently supported on Vista. Other Windows-based clients will be tested in AR System 7.1.00 . Q: What about the Vista Server - when will AR System support that? A: The Microsoft Vista Server, which is still called Longhorn right now, is not expected to release until sometime in late 2007. We will attempt to add support post-release in a manner similar to how Vista support is being added to AR System 7.0.01 - but since servers are more complex than clients, this may not be possible. If support cannot be added post-release, we would add support in the 2008 release of AR System. Thanks, -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. __20060125___This posting was submitted with HTML in it___ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARS7 Matching Assignee Group field
Hello Andrew, I think you have two options here to use dynamic groups or to have pre-defined computed groups that uses AND with certain groups and then use that in Assignee Groups. You can get more information regarding Dynamic group in work-flow guide documentation provided by BMC.I hope it helps. Thank you, Neel Gautam. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Andrew Hicox Sent: Wednesday, April 18, 2007 9:30 AM To: arslist@ARSLIST.ORG Subject: ARS7 Matching Assignee Group field Hello everyone: In ARS7 you can use the 'Assignee Group' (field id 112) field to control access to records (row-level locking). If you grant the 'Assignee Group' permission on the 'entry id' field, then only users who are in the group specified in the 'Assignee Group' field are granted permission to view the record. This works just fine for me. However, I need to make this work with multiple groups. Specifically, the requirement is that a user must be in ALL of the groups listed in the 'Assignee Group' field, to have access to the ticket. So for instance if 'Assignee Group' = Group1 Group2 Group3, a user must be in all three groups to view the ticket (instead of just one of the three, which is apparently the default multiple group behavior). Strangely enough, I can trick ARS into doing this with the following one-off procedure ... 1) check 'Enable Multiple Assign Groups' in Server Information dialogue, click Apply 2) create a ticket with multiple groups in the 'Assignee Group' field 3) uncheck 'Enable Multiple Assign Groups' Under those circumstances, ARS7 will behave exactly the way I want it to. That is, a user must be in ALL of the groups in the 'Assignee Group' field to view the ticket. However, I can't make any new tickets like this while it's in the AND matching mode (instead of OR). ARS7 gives me an error if I try to create tickets with multiple groups in the 'Assignee Group' field, unless the 'Enable Multiple Assign Groups' is enabled. If 'Enable Multiple Assign Groups' is enabled, ARS7 uses OR to match the 'Assignee Group' field (user can be in any one of the groups). ARS7 will only use AND to match the 'Assignee Group' field (user has to be in ALL groups) if 'Enable Multiple Assign Groups' is turned off. How can I just tell ARS7 to use AND to match the multiple assignee groups instead of OR (as it does when the feature is turned off?) PLEASE HELP! I'm pulling my hair out on this one! Thanks, -Andrew ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
** Test - Please Ignore this **
** Test Neel Gautam Accenture - Chicago Delivery Centre Office: 312-693-7279 Mobile: 630-440-6335 MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity __20060125___This posting was submitted with HTML in it___ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
pleae respond till RESOLVED
Hello ARslisters, I am new to ARSlist and I am not sure if my messages are going through. If you guys can see this email, could you please respond to it? I'm a bit confused here and need to make sure my messages are reaching you actually. Thank you, Neel Gautam -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Wednesday, April 18, 2007 11:47 AM To: arslist@ARSLIST.ORG Subject: Re: ARS7 Matching Assignee Group field Computed groups are automatically assigned to users based on the user's regular group membership. You just define the qualification that determines whether a user is in a computed group or not and the server takes care of the rest. Read up on computed groups; I think they fit the bill. If you want to manage row-level locking based on a condition of a number of other groups for which a user is a member, you are going to have to maintain the data to drive that somewhere. It's the price you're going to have to pay for your requirement. Axton Grams On 4/18/07, Andrew Hicox [EMAIL PROTECTED] wrote: I'm sorry, I should have clarified. Computed groups would work, except that I'm going to have (literally) hundreds of base groups, any combination of which might end up being in the 'Assignee Group' field together. Unless there's a way to construct computed groups on the fly, I think I'd need to create thousands of computed groups manually to cover every possible combination of the base groups. Uhm ... is there a way to create computed groups on the fly (and assign them to specific users on the fly as well)? That might work, though strikes me as overly complicated. thanks again, -Andrew On Apr 18, 2007, at 11:08 AM, Axton wrote: Computed Groups could help you with this? Create a computed group to your qual GroupA and GroupB... Put the computed group in the assignee group field. Haven't done this first-hand, so I'm not sure if you will run into issues; but theoretically it should work. Axton On 4/18/07, Andrew Hicox [EMAIL PROTECTED] wrote: Hello everyone: In ARS7 you can use the 'Assignee Group' (field id 112) field to control access to records (row-level locking). If you grant the 'Assignee Group' permission on the 'entry id' field, then only users who are in the group specified in the 'Assignee Group' field are granted permission to view the record. This works just fine for me. However, I need to make this work with multiple groups. Specifically, the requirement is that a user must be in ALL of the groups listed in the 'Assignee Group' field, to have access to the ticket. So for instance if 'Assignee Group' = Group1 Group2 Group3, a user must be in all three groups to view the ticket (instead of just one of the three, which is apparently the default multiple group behavior). Strangely enough, I can trick ARS into doing this with the following one-off procedure ... 1) check 'Enable Multiple Assign Groups' in Server Information dialogue, click Apply 2) create a ticket with multiple groups in the 'Assignee Group' field 3) uncheck 'Enable Multiple Assign Groups' Under those circumstances, ARS7 will behave exactly the way I want it to. That is, a user must be in ALL of the groups in the 'Assignee Group' field to view the ticket. However, I can't make any new tickets like this while it's in the AND matching mode (instead of OR). ARS7 gives me an error if I try to create tickets with multiple groups in the 'Assignee Group' field, unless the 'Enable Multiple Assign Groups' is enabled. If 'Enable Multiple Assign Groups' is enabled, ARS7 uses OR to match the 'Assignee Group' field (user can be in any one of the groups). ARS7 will only use AND to match the 'Assignee Group' field (user has to be in ALL groups) if 'Enable Multiple Assign Groups' is turned off. How can I just tell ARS7 to use AND to match the multiple assignee groups instead of OR (as it does when the feature is turned off?) PLEASE HELP! I'm pulling my hair out on this one! Thanks, -Andrew __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Andrew N. Hicox Hicox Information Systems LLC Manassas, VA USA http://hicox.com [EMAIL PROTECTED] 703-367-9085 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are This message
RESOLVED: please respond till RESOLVED
Bruce, Thank you very much, I appreciate it. I receive emails to my work email whenever somebody posts and I don't receive my own email so that was just a bit confusing. (which also means that my previous questions have been ignored :( ouch!!) Anyways, thanks again, it is much appreciated. Best Regards, Neel Gautam. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bruce Scott Sent: Wednesday, April 18, 2007 12:30 PM To: arslist@ARSLIST.ORG Subject: Re: pleae respond till RESOLVED Neel, I see your message. Bruce -Original Message- From: Action Request System discussion list(ARSList) on behalf of SUBSCRIBE arslist Neel Sent: Wed 4/18/2007 10:21 AM To: arslist@ARSLIST.ORG Cc: Subject: pleae respond till RESOLVED Hello ARslisters, I am new to ARSlist and I am not sure if my messages are going through. If you guys can see this email, could you please respond to it? I'm a bit confused here and need to make sure my messages are reaching you actually. Thank you, Neel Gautam -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Wednesday, April 18, 2007 11:47 AM To: arslist@ARSLIST.ORG Subject: Re: ARS7 Matching Assignee Group field Computed groups are automatically assigned to users based on the user's regular group membership. You just define the qualification that determines whether a user is in a computed group or not and the server takes care of the rest. Read up on computed groups; I think they fit the bill. If you want to manage row-level locking based on a condition of a number of other groups for which a user is a member, you are going to have to maintain the data to drive that somewhere. It's the price you're going to have to pay for your requirement. Axton Grams On 4/18/07, Andrew Hicox [EMAIL PROTECTED] wrote: I'm sorry, I should have clarified. Computed groups would work, except that I'm going to have (literally) hundreds of base groups, any combination of which might end up being in the 'Assignee Group' field together. Unless there's a way to construct computed groups on the fly, I think I'd need to create thousands of computed groups manually to cover every possible combination of the base groups. Uhm ... is there a way to create computed groups on the fly (and assign them to specific users on the fly as well)? That might work, though strikes me as overly complicated. thanks again, -Andrew On Apr 18, 2007, at 11:08 AM, Axton wrote: Computed Groups could help you with this? Create a computed group to your qual GroupA and GroupB... Put the computed group in the assignee group field. Haven't done this first-hand, so I'm not sure if you will run into issues; but theoretically it should work. Axton On 4/18/07, Andrew Hicox [EMAIL PROTECTED] wrote: Hello everyone: In ARS7 you can use the 'Assignee Group' (field id 112) field to control access to records (row-level locking). If you grant the 'Assignee Group' permission on the 'entry id' field, then only users who are in the group specified in the 'Assignee Group' field are granted permission to view the record. This works just fine for me. However, I need to make this work with multiple groups. Specifically, the requirement is that a user must be in ALL of the groups listed in the 'Assignee Group' field, to have access to the ticket. So for instance if 'Assignee Group' = Group1 Group2 Group3, a user must be in all three groups to view the ticket (instead of just one of the three, which is apparently the default multiple group behavior). Strangely enough, I can trick ARS into doing this with the following one-off procedure ... 1) check 'Enable Multiple Assign Groups' in Server Information dialogue, click Apply 2) create a ticket with multiple groups in the 'Assignee Group' field 3) uncheck 'Enable Multiple Assign Groups' Under those circumstances, ARS7 will behave exactly the way I want
Re: RESOLVED: please respond till RESOLVED
Hi Bruce, That is true, I just lost the patience, shouldn't have, I take it back and apologise for jumping to the conclusion. This group rocks :) Thank you, Neel Gautam. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bruce Scott Sent: Wednesday, April 18, 2007 12:44 PM To: arslist@ARSLIST.ORG Subject: Re: RESOLVED: please respond till RESOLVED Neel, Take heart. I doubt that anyone is ignoring your messages on purpose. Perhaps everyone else is waiting for someone with the appropriate knowledge level to lend their wisdom. I find that quite a few of my requests have gone stagnant for some time until someone has had a chance to review their message lists. Bruce -Original Message- From: Action Request System discussion list(ARSList) on behalf of SUBSCRIBE arslist Neel Sent: Wed 4/18/2007 10:34 AM To: arslist@ARSLIST.ORG Cc: Subject: RESOLVED: please respond till RESOLVED Bruce, Thank you very much, I appreciate it. I receive emails to my work email whenever somebody posts and I don't receive my own email so that was just a bit confusing. (which also means that my previous questions have been ignored :( ouch!!) Anyways, thanks again, it is much appreciated. Best Regards, Neel Gautam. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bruce Scott Sent: Wednesday, April 18, 2007 12:30 PM To: arslist@ARSLIST.ORG Subject: Re: pleae respond till RESOLVED Neel, I see your message. Bruce -Original Message- From: Action Request System discussion list(ARSList) on behalf of SUBSCRIBE arslist Neel Sent: Wed 4/18/2007 10:21 AM To: arslist@ARSLIST.ORG Cc: Subject: pleae respond till RESOLVED Hello ARslisters, I am new to ARSlist and I am not sure if my messages are going through. If you guys can see this email, could you please respond to it? I'm a bit confused here and need to make sure my messages are reaching you actually. Thank you, Neel Gautam -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Wednesday, April 18, 2007 11:47 AM To: arslist@ARSLIST.ORG Subject: Re: ARS7 Matching Assignee Group field Computed groups are automatically assigned to users based on the user's regular group membership. You just define the qualification that determines whether a user is in a computed group or not and the server takes care of the rest. Read up on computed groups; I think they fit the bill. If you want to manage row-level locking based on a condition of a number of other groups for which a user is a member, you are going to have to maintain the data to drive that somewhere. It's the price you're going to have to pay for your requirement. Axton Grams On 4/18/07, Andrew Hicox [EMAIL PROTECTED] wrote: I'm sorry, I should have clarified. Computed groups would work, except that I'm going to have (literally) hundreds of base groups, any combination of which might end up being in the 'Assignee Group' field together. Unless there's a way to construct computed groups on the fly, I think I'd need to create thousands of computed groups manually to cover every possible combination of the base groups. Uhm ... is there a way to create computed groups on the fly (and assign them to specific users on the fly as well)? That might work, though strikes me as overly complicated. thanks again, -Andrew On Apr 18, 2007, at 11:08 AM, Axton wrote
Re: ARS7 Matching Assignee Group field
Andrew, That is an interesting situation but I agree there has to be something out there preferably out-of-the-box. My fellow ARsListers, please correct me if I'm wrong but withh my limited knowledge of dynamic groups, I there the fieldIDs range only 999 IDs, meaning you can only have 999 dynamic groups. Or is it ? Anyways, I can begin to see why dynamic computed group isn't the best solution for you. Best Regards, Neel Gautam. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Andrew Hicox Sent: Wednesday, April 18, 2007 1:14 PM To: arslist@ARSLIST.ORG Subject: Re: ARS7 Matching Assignee Group field LOL, yes, there is more to the story ... since you asked, here it is ... We have an external database which contains device configuration data, and a set of user groups that are assigned to each device. When a ticket is created in our Remedy form, we must restrict access to the ticket based on the user group that is associated to the device the ticket was created for. To further complicate matters, multiple devices can be assigned to a single remedy ticket. So ... if you create a remedy ticket for deviceA, deviceB, and deviceC, the user must have permissions to the group lists assigned to all three devices. Meaning, when the ticket is created or when a device is added to the ticket, we append the 'Assignee Group' field with the list of groups for the given device from the external database. We sync group definitions from the external database to the remedy Groups form on an escalation that runs every few minutes. To even further complicate matters, the user community may create new ad-hoc groups in the device configuration database, that will be propagated to the remedy Groups form. So ... the simplest possible solution propagate the group data from the device configuration database into Remedy's group form. Append the 'Assignee Group' field when new devices are added to a ticket. Have ARS use AND as the comparison on the 'Assignee Group' field instead of OR. the other solution ... and I'm not even sure how this would work, exactly ... Propagate the group data from the external device configuration database into Remedy's Group form. Create dynamic computed groups that specify every possible additive combination of the propagated device groups. Create some sort of third form which maps group combinations to the dynamic computed groups, and assign the dynamic group to the ticket when it's created or a new device is added to it. so if $x is the number of propagated groups I guess the number of dynamic computed groups I'd need would be something like !$x ... so say i had just 10 groups ... !10 = 55 dynamic computed groups ... managed by who again ? ;-) I just KNOW I'm missing something here. This has to be a really common requirement ... like I said before, it just can't be this complicated. -Andrew On Apr 18, 2007, at 1:27 PM, Axton wrote: Have you read up on computed groups? Say you have a user: Username: USERA Groups: APP-Support APP-Management APP-Administrator REMEDY SUPPORT Computed Groups: Now say you want to lock rows based on membership of 2 groups: APP-Administrator 'AND' REMEDY SUPPORT You create a computed group with the following qualification: Computed Group Name: REMEDY ADMINS Group Definition: APP-Administrator AND REMEDY SUPPORT Once that group is created, the user will automatically be placed in the computed group. His user record will looks like this: Username: USERA Groups: APP-Support APP-Management APP-Administrator REMEDY SUPPORT Computed Groups: REMEDY ADMINS Now in your data, just put the computed group REMEDY ADMINS in the assignee group field; then anyone that is a member of APP-Administrator AND REMEDY SUPPORT will be able to access that record. Ask yourself these questions: If you had to count the number of possible group combinations you are going to require for your data set, how many do you have? How many records do you have in your data set? If you want to take the approach you won't give up, what user with Administrator access is going to maintain every record in the data set with the list of groups you want on each record? I fail to see how the computed group approach is more maintenance than what you would like to do. Maybe there is something you haven't shared yet? Axton Grams On 4/18/07, Andrew Hicox [EMAIL PROTECTED] wrote: Why is it important to [ 3) uncheck 'Enable Multiple Assign Groups' ] ? if you don't turn off 'Enable Multiple Assign Groups', ARS will match the 'Asignee Groups' using OR (meaning access granted if user is a member of any one of the listed groups). Turning off 'Enable Multiple Assign Groups' forces ARS to match using AND , but disables the ability to submit tickets with multiple groups in the 'Assignee Group' field. When 'Enable Multiple Assign
Issues with outbound emails with Remedy 7.0.01
Hello everybody, Outbound emails seem to be working. However, it's rather random. We have about 100-125 or so outbound mailboxes with polling interval of 15 minutes and every hour 1500 or so emails are going out. Now, sometimes, emails take REALLY long time to go out and waiting in the queue with status = YES. Also, it's not that outbound email is not working at all. It is definitely working but it's rather random. Some emails gets sent within 15 minutes while some emails just stay in queue (there is no error, even in the log). Any guesses as to why this could be happening? Thank you, Neel Gautam Accenture - Chicago Delivery Centre Office: 312-693-7279 Mobile: 630-440-6335 MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Issues with outbound emails with Remedy 7.0.01
Hi Susan, We have a packaged application on top of remedy 7.0 and we have different companies and within those companies we have operational units and within them we have support-groups. Each support-group has a unique mailbox (inbound and outbound). The application is being used in many countries and so on and over half of the emails are for agents (notifications and reminders) and then there are emails between agents and customers as well. Yes, we have that many configuration records. Thank you, Neel Gautam Accenture - Chicago Delivery Centre Office: 312-693-7279 Mobile: 630-440-6335 MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: Wednesday, April 18, 2007 5:19 PM To: arslist@ARSLIST.ORG Subject: Re: Issues with outbound emails with Remedy 7.0.01 ** Hi Neel, Could you describe a bit what your company does to generate that many emails please. So many outbound mailboxes, you have that many configuration records? Thanks, Susan On 4/18/07, SUBSCRIBE arslist Neel [EMAIL PROTECTED] wrote: ** Hello everybody, Outbound emails seem to be working. However, it's rather random. We have about 100-125 or so outbound mailboxes with polling interval of 15 minutes and every hour 1500 or so emails are going out. Now, sometimes, emails take REALLY long time to go out and waiting in the queue with status = YES. Also, it's not that outbound email is not working at all. It is definitely working but it's rather random. Some emails gets sent within 15 minutes while some emails just stay in queue (there is no error, even in the log). Any guesses as to why this could be happening? Thank you, Neel Gautam Accenture - Chicago Delivery Centre Office: 312-693-7279 Mobile: 630-440-6335 MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Can I pull 'Change History' of my work-flow from database?
Hello all, I'm new to Remedy world as well to this ARSList so please guide me if what I'm asking has been asked previously. Basically, my team is required to enter comments in 'Change History' field whenever they create/modify a work-flow. How do I retrieve this piece of information from database? Scenario: Following is the format required to enter in 'Change History' section so idea is to have a little .Net App that can pull these things from database, convert it into xml and use it for searching, sorting and finding what was changed in which release and stuff. Change Current ReleaseRX.X/Current Release Target ReleaseRX.X/Target Release CQ/CQ Description should have detailed description /Description /Change Have anyone experienced something similar? Also, I've very very new to Remedy technology so please keep the instruction basic (or I'll have to bug you again hehe). Thanks in advance for any help, it is much appreciated. Neel Gautam Accenture - Chicago Delivery Centre Office: 312-693-7279 Mobile: 630-440-6335 MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
